The relentless “focus on the customer” is a mantra followed religiously by the overwhelming majority of successful organizations in the world.


Customer expectations are changing quickly. There is a growing desire for customization and immediacy of delivery, whether of product, service, or supply chain. According to a recent IBM study, 71 percent of CEOs anticipate adopting a more individualized approach to customers in 2017, a 29 percent increase over 2013.

While different approaches and directions are taken to achieve customer focus, one of the most heralded and collectively shared comes from the Baldrige Criteria. 

Of the six criteria categories (Leadership; Strategy; Customers; Measurement, Analysis, and Knowledge Management; Workforce; and Operations) the customer category focuses on defining the key processes that are essential to achieve high levels of performance, which can lead to a high-performing, customer-focused organization. The most common themes for results include customer requirements, engagement, satisfaction, and retention. 

Watch this short video “The Challenge of Customer Focus” 

then, watch this short video, “5 Tips For Improving Customer Focus” 



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